After one of your items is sold on eBay, the buyer pays you and then (hopefully) receives the item after you ship it. But that's not quite the end of your relationship. Both you and the buyer can let each other – and the rest of the users on eBay.com – know what kind of experience you had with the transaction.
For example, the buyer can comment on your ability to answer questions about your item, whether or not you sold the item for a fair price, and whether or not their item arrived quickly and/or in good condition (check out our article about shipping on eBay for shipping tips that will make buyers happy). And as a seller, you can put in good word for a buyer if they are polite in their dealings with you, pay promptly for what they buy, and are reasonable in attempting to resolve any problems that come up.
In this lesson, we'll explain how the feedback and ratings system on eBay works, as well as how you can potentially get neutral or negative feedback on your profile changed or removed.
After a sale, the buyer can rate their interactions with the seller as "positive," "neutral," or "negative" and write a few short comments to justify their rating. If the seller likes how the buyer dealt with them, they can also leave a "positive" rating, along with a few comments, for the buyer.
(Note that sellers are not allowed to give buyers "neutral" or "negative" ratings. This prevents them from retaliating against buyers who leave "neutral" or "negative" ratings for potentially valid reasons.)
The ratings that you get affect your overall feedback score. For each "positive" rating you get, you gain 1 point. For each "negative" rating you get, you lose 1 point. If you get a "neutral" rating, you neither gain nor lose points.
If someone repeatedly buys from (or sells to) you during a week and leaves you multiple ratings, those ratings will be totalled to give you an overall rating from that person for the week. If the total points from their ratings are greater than 0, you get an "overall positive" rating and gain 1 point. If points from your ratings total exactly 0, you get an "overall neutral" rating and your score is not affected. If points for your ratings total less than 0, you get an "overall negative" rating and lose 1 point.
So let's say, for example, that someone buys 10 items from you during the same week. They leave you 4 "positive" ratings, 4 "neutral" ratings, and 2 "negative" ratings. Your overall rating for the week from that buyer, then, would be calculated as follows:
(4 "positive" ratings X 1 point) + (4 "neutral" ratings X 0 points) + (2 "negative" ratings X -1 point) = 2
So, since the total points that you score from the user's ratings for that week equal a number greater than 0 (in this case, 2), you get an "overall positive" rating from that user for the week, and you gain 1 point for your score.
Basically, this policy prevents anyone on eBay from gaining or losing more than 1 point on their score from the same user in the same week. This keeps users from gaming eBay's ratings system by sabotaging another user's score with multiple "negative" ratings, or by artificially boosting another user's score with multiple "positive" ratings.
In most places on eBay, you can see a user's feedback score beside their user I.D. In addition, they will often have a star icon beside their score, denoting their rank. Sellers may also sometimes have a percentage beside their score, which measures the number of "positive" ratings they've received over the past year against the total number of "positive" and "negative" ratings they've received in that same time period ("neutral" ratings do not affect this percentage).
|yellow star||10 - 49|
|blue star||50 - 99|
|turquoise star||100 - 499|
|purple star||500 - 999|
|red star||1000 - 4999|
|green star||5000 - 9999|
|yellow shooting star||10, 000 - 24, 999|
|turquoise shooting star||25, 000 - 49, 999|
|purple shooting star||50, 000 - 99, 999|
|red shooting star||100, 000 - 499, 999|
|green shooting star||500, 000 - 999, 999|
|silver shooting star||1, 000, 000 or more|
Alright! Now that you know a little bit about how eBay's feedback and ratings system works, we're going to show you the step-by-step process of how to leave feedback for buyers. Then we'll walk you through some different ways to get "neutral" or "negative" feedback that you receive from buyers changed or removed from your account.
Generally, there are three ways to get neutral or negative feedback that you receive as a seller revised:
A message will be sent to the buyer of the item that you requested feedback revision for, and they will have 10 days to either accept or decline your request. If they accept the request, they will re-submit a rating for the listing, which will replace their previous rating for that order. You should see this change on your "Feedback" page within 24 hours.
Hopefully, it won't happen, but there may be times when buyers deal with you inappropriately by using feedback as a weapon. For example, they may leave "neutral" or "negative" ratings – or at least threaten to do so – in an attempt to pressure you to accept returns, issue refunds (especially before they have returned the item), lower your costs, or give them items that weren't part of their original order. These are all violations of eBay's feedback extortion policy.
In addition, a buyer can't offer you money, items, or "positive" ratings in exchange for you giving them "positive" ratings. Buyers also can't purchase multiple items (or use multiple different accounts to do so) for the sole purpose of leaving ratings that improve or damage your feedback score and/or detailed seller ratings. These are all violations of eBay's feedback manipulation policy.
If you suspect that a buyer or bidder is doing any of these things to you, you should report them. Here's one way to do that:
Your report will be reviewed, and if it is determined that the user violated eBay's policies, they will remove the feedback and adjust your score accordingly.
There are some specific situations in which you won't need to ask a buyer to revise or remove their feedback, or to ask eBay to step in and take action against a buyer whom you think has violated their feedback policies. Feedback may automatically be removed when:
Those are the basics of how to use eBay's feedback and ratings system as a seller! With that, you've learned pretty much everything you need to know in order to sell things on eBay! Be sure to give our eBay buyer course a read if you want to know how to buy things as well!
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